WO2017167241A1

WO2017167241A1 - Method and system for implementing agent corresponding to divided screens

Info

Publication number: WO2017167241A1
Application number: PCT/CN2017/078858
Authority: WO
Inventors: 马力
Original assignee: 中兴通讯股份有限公司
Priority date: 2016-04-01
Filing date: 2017-03-30
Publication date: 2017-10-05
Also published as: CN107295288A

Abstract

Embodiments of the present invention provide a method and system for implementing an agent corresponding to divided screens. The method comprises: forming a multichannel agent control in advance by means of a multichannel loading agent control; performing a login operation by means of an agent page, and obtaining an agent main account and at least two channel IDs from an agent platform; invoking the multichannel agent control by means of the agent page, and controlling the agent main account and the at least two channel IDs to log into the agent platform at the same time; and when a channel answer request event is received by means of the agent page, returning to a corresponding channel according to a channel ID carried in the channel answer request event, and entering a call state. By means of the method, an operator can be allowed to have video conversations with multiple users at the same time, thereby improving the agent processing efficiency.

Description

Method and system for realizing split screen seat

Technical field

The embodiments of the present invention relate to the field of communications technologies, and in particular, to a method and system for implementing a split screen agent.

Background technique

With the continuous development of the times, not only various science and technology are constantly developing, but also the customer service business developed along with the development of technology is constantly developing; for example, the customer service business is more and more widely used in insurance, government and enterprise industries. The current customer service system is mainly audio-based, and some users use video services to serve customers. The traditional agent machine, one machine can only register one seat control, when the video service is also one-on-one service, the efficiency is relatively low.

For example, for insurance inspectors, the survey results should be promptly fed back to the customer service staff on the spot, and the video customer service system is needed to complete the transmission of video and images. In the process of transmission, a seat can only process one video image at the same time, that is, process information of a surveyor. When the operator and the surveyor video call, there is a lot of time waiting for the surveyor to communicate on the spot, and the problem is handled on the spot, resulting in low efficiency on the seat side.

If more than one agent machine is set up, not only the machine cost and maintenance cost will increase greatly, but also the labor cost of the required service personnel and management personnel will increase greatly.

How to realize the video chat of multiple users at the same time to maximize the utilization of existing human resources and improve the efficiency of agent processing, thereby improving the overall human resource utilization rate of the enterprise, has become an urgent problem to be solved by those skilled in the art.

Summary of the invention

The invention provides a method and a system for realizing a split screen seat, which can realize an operator to simultaneously make a video call with a plurality of users on the same computer, thereby improving the agent processing efficiency.

The present invention provides a method for implementing a split-screen seat, comprising: forming a multi-channel seat control by loading a seat control in multiple channels in advance; the method further includes: logging in through the agent page Operation, obtaining the agent primary account and at least two channel ID numbers from the agent platform; calling the multi-channel agent control through the agent page, controlling the agent primary account and at least two channel ID numbers to simultaneously log in to the agent platform; when receiving the channel through the agent page When the response request event is received, the channel ID number carried in the channel response request event is returned to the corresponding channel to enter the call state.

Optionally, when the agent page receives the channel response request event, the agent returns a corresponding channel according to the channel ID number carried in the channel response request event, and the step of entering the call state includes: when the agent page receives the channel response request event, The channel ID number carried by the channel response request event is sent to the multi-channel seat control; the multi-channel seat control selects the corresponding channel according to the channel ID number, forwards the channel response request event to the audio and video processing module of the corresponding channel, and the audio and video processing module completes the call. After the signaling negotiation, the video media stream is established; after the video media stream is successfully connected, the channel response success event of the multi-channel control is triggered, and the channel response success event is returned to the agent page, and the channel corresponding to the channel ID number enters the call state.

Optionally, after the step that the agent primary account and the at least two channel ID numbers are simultaneously logged into the agent platform, the method further includes: calling the multi-channel agent control through the agent page, returning the channel corresponding to the idle channel ID number, and corresponding channel display Free, and allow ringing to call in;

When the ringing incoming call, the channel response request event is received through the agent page;

The multi-channel seat control allows one channel to be in an idle state at the same time. After the previous channel enters the call state, the agent page shows the next channel idle.

Optionally, when the agent page receives the channel response request event, the channel ID number carried by the channel response request event is returned to the corresponding channel, and the step of entering the call state further includes: calling the multi-channel seat control through the agent page The channel release command releases the channel specified to be in a call state; the multi-channel agent control invokes the on-hook event of the corresponding agent interface control through the channel; the agent interface control notifies the audio and video module to complete the on-hook signaling interaction, and ends the audio and video media stream of the corresponding channel. The channel is successfully released, and the multi-channel agent control receives the channel release success event sent by the multi-channel agent control.

Optionally, the method further includes: if the channel enters a video call state, the multi-channel agent control acquires a video window handle corresponding to the channel, according to the video window handle, on the agent page At least one window of the face loads and displays video information.

A system for realizing a split screen seat, comprising: multi-channel, configured to load a seat control to form a multi-channel seat control; the agent platform is configured to provide a seat master account and at least two channel IDs when receiving a login operation through the agent page No.; multi-channel agent control, set to control the agent master account and at least two channel ID numbers to log in to the agent platform through the agent page; when receiving the channel response request event through the agent page, according to the channel ID of the channel response request event The number returns to the corresponding channel and enters the call state.

Optionally, the system further includes: an audio and video processing module, configured to receive a channel response request event sent by the multi-channel seat control according to the channel ID number, complete a call signaling negotiation, and establish a video media stream; the video media stream After the connection is successful, the channel response success event of the multi-channel control is triggered, and the channel response success event is returned to the agent page, so that the channel corresponding to the channel ID number enters the call state.

Optionally, the system further includes: a video rendering control, configured to return the video window handle to the audio and video processing module and the multi-channel agent control, and load and display the video in at least one window of the agent page according to the video window handle. information.

Optionally, the system further includes: a seat interface control, configured to invoke a channel release instruction of the multi-channel agent control through the agent page to release the channel specified by the call state, notify the audio and video module to complete the on-hook signaling interaction, and end the corresponding The audio and video media stream of the channel; after the channel is successfully released, the channel release success event is sent to the multi-channel agent control.

According to still another embodiment of the present invention, there is also provided a storage medium comprising a stored program, wherein the program is executed to perform the method of any of the above.

According to still another embodiment of the present invention, there is also provided a processor for running a program, wherein the program is executed to perform the method of any of the above.

The method and system for realizing the split screen seat provided by the present invention, because the multi-channel seat control is used, the method of introducing the channel, the method of loading only one seat control when the traditional agent is logged in, is changed to the channel, based on the channel ID number. To load the seat control separately, so that based on one agent, an independent and unified agent call can be performed through multiple channels, which is implemented in the same station. On the computer, an operator is allowed to make video calls with multiple users at the same time, maximizing the utilization of existing agent human resources, improving the efficiency of agent processing, and improving the overall human resource utilization rate of the enterprise.

DRAWINGS

The drawings are used to provide a further understanding of the technical solutions of the present invention, and constitute a part of the specification, which together with the embodiments of the present invention are used to explain the technical solutions of the present invention, and do not constitute a limitation of the technical solutions of the present invention.

FIG. 1 is a flowchart of a method for implementing a split screen agent according to an embodiment of the present invention;

2 is a schematic structural diagram of a multi-channel seat control according to an embodiment of the present invention;

FIG. 3 is a schematic diagram of a system for implementing a split screen agent according to an embodiment of the present invention.

detailed description

The embodiments of the present invention will be described in detail below with reference to the accompanying drawings. It should be noted that the embodiments in the present invention and the features in the embodiments may be arbitrarily combined with each other without conflict.

The steps illustrated in the flowchart of the figures may be executed in a computer system such as a set of computer executable instructions. Also, although logical sequences are shown in the flowcharts, in some cases the steps shown or described may be performed in a different order than the ones described herein.

FIG. 1 is a flowchart of a method for implementing a split screen agent according to an embodiment of the present invention. As shown in FIG. 1 , the method includes:

S1: forming a multi-channel seat control by loading a seat control in multiple channels in advance, and each channel of the multiple channels independently performs audio and video processing;

S2: The login operation is performed through the agent page, and the agent primary account and at least two channel ID numbers are obtained from the agent platform;

S3: calling the multi-channel agent control through the agent page, controlling the agent primary account and at least two channel ID numbers to simultaneously log in to the agent platform;

S4: When receiving a channel response request event through the agent page, according to the channel response request The channel ID number carried in the event returns to the corresponding channel through the multi-channel seat control and enters the call state.

In the implementation method of the split screen seat provided by the embodiment, since the multi-channel seat control is formed by the multi-channel loading seat control, the method of loading only one seat control when the traditional agent is logged in is changed to the channel, and the channel ID number is separately loaded. The seat control enables an independent and uniform agent call through multiple channels based on one agent, enabling one operator to simultaneously make video calls with multiple users on the same computer, maximizing the use of existing agents. Human resources, improve the efficiency of agent processing, and improve the overall human resource utilization rate of enterprises.

FIG. 2 is a schematic structural diagram of a multi-channel seating control according to an embodiment of the present invention. Take 4 channels as an example. When the agent initiates the login operation, it includes the operator's primary account login and channel login. The agent has one agent primary account and four channel ID numbers. When logging in, only the primary account and four channel ID numbers are required. It is automatically generated by the platform and returned to the agent. When logging in, 5 accounts are registered to the agent platform at the same time. The operator's main account and each channel are logged in. The employee number is used to complete the login. The agent platform and the agent's main account and channel are used. The ID number is managed and released in a unified manner, which can ensure that the account number is unique and avoid unnecessary confusion caused by account confusion.

In addition, when the agent primary account and the channel ID number are logged in, a login status value is returned to determine whether the login is successful.

In this embodiment, when the agent page receives the channel response request event, the step of returning the corresponding channel through the multi-channel agent control according to the channel ID number carried in the channel response request event, and entering the call state includes:

When the agent page receives the channel response request event, the channel ID number carried by the channel response request event is sent to the multi-channel agent control;

The multi-channel agent control forwards the channel response request event to the audio and video processing module of the corresponding channel through the channel, and the audio and video processing module completes the call signaling negotiation to establish a video media stream;

If the video media stream is successfully connected, the channel response success event of the multi-channel control is triggered, and the channel response success event is returned to the agent page, indicating that the response is successful, and the corresponding channel of the agent enters the call state.

In the traditional video agent, the agent page directly calls the agent control, the agent control loads the audio and video module, and applies the computer sound card resource in an exclusive manner to process and play the audio and video media stream. In the specific embodiment of the present invention, each When the channel initializes the sound card resources, the non-exclusive mode is used to support the sound card to be called by multiple channels at the same time. Thus, through the audio and video processing module, each channel has independent audio and video capture and playback functions, and the channels can be processed separately. The audio and video resources inside; specifically, each channel can use the sound processing function directsound and video processing function directshow of windows to realize the independent work of audio and video resources of each channel.

In addition, the agent page can also be modified through the multi-channel seat control, whether to automatically receive, whether the full name recording, etc., based on the operator's habits, more efficient seat service, while improving efficiency, it is conducive to improve the seat service. quality.

Preferably, in the embodiment, after the step of logging in to the agent platform by the agent primary account and the at least two channel ID numbers, the method further includes the following steps:

The agent page calls the multi-channel agent control, and returns the channel corresponding to the idle channel ID number, and the corresponding channel shows idle, and allows ringing to be called;

When the ringing incoming call, the agent page will receive the channel response request event;

The multi-channel seat control allows only one channel to be in an idle state at the same time. After the previous channel enters the call state, the agent page can display the next channel. After the agent has successfully logged in through the agent's primary account, click the idle button, the multi-channel agent control will return the idle channel ID number, the channel ID number is idle and ringing is allowed, when there is a user incoming ringing, The channel request event is triggered; after the previous channel enters the call state, if the latter channel is also connected to the work, the access step of the previous channel is repeated; in the embodiment of the present invention, only one channel is allowed to be idle at the same time. It can reduce the confusion of the call. If the operator receives multiple ringing incoming calls at the same time, it may not be processed in time. On the other hand, the requirements of related programs and resources can be reduced, resource waste can be reduced, and resources can be maximized.

In this embodiment, when the agent page receives the channel response request event, the channel ID number carried by the channel response request event is returned to the corresponding channel through the multi-channel seat control. And after the step of entering the call state, the steps are further included:

The agent page invokes a channel release instruction of the multi-channel agent control to release the channel designated to be in a call state;

The multi-channel agent control invokes the on-hook event of the corresponding agent interface control through the channel;

The agent interface control notifies the audio and video module to complete the on-hook signaling interaction, and ends the audio and video media stream of the corresponding channel;

The channel is successfully released. The agent page receives the channel release success event sent by the multi-channel agent control. In the embodiment of the present invention, after receiving the channel release success event, the agent should perform the post-processing state after the call is released, or perform the next call; after the release process is completed, the agent enters the post-post processing state by default.

Preferably, the number of channel ID numbers is 4, 9, or 16 in this embodiment;

The number of channels is the same as the number of channel ID numbers;

The agent's primary account number and channel ID number are unique. In the embodiment of the present invention, multiple channels are loaded by the multi-channel seat control, and the multi-channel seat control is operated in multiple instances, which realizes the same agent machine, can simultaneously process multiple user queues and video processing, and improve the human resources of the agent. The usage efficiency; the agent's primary account number and channel ID number cannot be duplicated, which avoids confusion; before the formal work, the multi-channel agent control needs to be initialized and filled in the channel number attribute.

In this embodiment, if the channel enters the video call state, the multi-channel agent control acquires a video window handle corresponding to one or more channels, and loads and displays the video information in at least one window of the agent page according to the video window handle. After initialization, the multi-channel agent control obtains each video window handle, and according to the video window handle, loads and displays video information in the 4, 9 and 16 windows of the agent page, thereby realizing an operator on the same computer. At the same time, a video call is made with multiple users; of course, the present invention preferably uses four. In a specific operation, the browser accesses the WEB agent page address through the browser, and the agent page loads 4 video rendering controls, and the video rendering control returns 4 videos. The window handle is given to the agent page. In this way, 4 channels and 4 video windows for split-screen seating can make the human resources of the agent more efficient, without delaying the service quality of the seat call service.

FIG. 3 is a schematic diagram of a system for implementing a split screen agent according to an embodiment of the present invention. As shown in FIG. 3, the system includes:

The multi-channel agent control 10 is configured to send and receive requests and messages sent from the agent page, and realize login, check-out, show-off, leave, and other work based on the agent's primary account number and channel ID number;

The multi-channel 20 is configured to load the seat control to form a multi-channel seat control, and control the state and event of the channel based on the channel ID number through the channel process;

Agent page 30, set to coordinate and manage the status and events of the entire implementation system;

The agent platform 40 is set to release the agent master account number and the channel ID number.

The implementation system of the split screen agent provided in this embodiment is a method for introducing a multi-channel seat control and introducing a channel, and the method of loading only one seat control when the traditional agent is logged in is changed to a channel, based on the channel ID number. The seat control is separately loaded, so that an independent and uniform agent call can be performed through multiple channels based on one agent, enabling one operator to simultaneously make video calls with multiple users on the same computer, maximizing the existing use. The human resources of the seats improve the efficiency of agent processing and improve the overall human resource utilization rate of the company.

Take 4 channels as an example. When the agent initiates the login operation, it includes the operator's primary account login and channel login. The agent has one agent primary account and four channel ID numbers. When logging in, only the primary account and four channel ID numbers are required. It is automatically generated by the platform and returned to the agent. When logging in, 5 accounts are registered to the agent platform at the same time. The operator's main account and each channel are logged in. The employee number is used to complete the login. The agent platform and the agent's main account and channel are used. The ID number is managed and released in a unified manner, which can ensure that the account number is unique and avoid unnecessary confusion caused by account confusion.

Preferably, the implementation system further includes an audio and video processing module, configured to receive the call of the multi-channel seat control and the channel, perform audio and video resource initialization of the channel, complete voice and video signaling negotiation, and complete audio and video media streams. deal with. In the traditional video agent, the agent page directly calls the agent control, the agent control loads the audio and video module, and applies the computer sound card resource in an exclusive manner to process and play the audio and video media stream. In the embodiment of the present invention, each When the channel initializes the sound card resources, the non-exclusive mode is used to support the sound card to be called by multiple channels at the same time. Thus, through the audio and video processing module, each channel has independent audio and video capture and playback functions, and the channels can be processed separately. The audio and video resources inside; specifically, each channel can use the sound processing function directsound and video processing function directshow of windows to realize the independent work of audio and video resources of each channel.

Preferably, the implementation system further includes a video rendering control, configured to return the video window handle information to the audio and video processing module and the multi-channel seat control, so that when the channel performs media playback, the corresponding video window handle can be correctly found. After initialization, the multi-channel agent control obtains each video window handle, and loads and displays the video information in the 4, 9 or 16 windows of the agent page according to the handle number, thereby realizing an operator on the same computer at the same time. The video is communicated with multiple users; of course, the present invention preferably uses four. In a specific operation, the browser accesses the WEB agent page address through the browser, and the agent page loads 4 video rendering controls, and the video rendering control returns 4 video windows. The handle is given to the agent page. In this way, 4 channels and 4 video windows for split screen seating can make the human resources of the agent more efficient, without delaying the service quality of the agent call service.

Preferably, the implementation system further includes a seat interface control, and the agent interface control is invoked by the channel, and is configured to implement channel login, checkout, idle, busy, answer, call, and other event processing;

Multi-channel seat control Each channel seat control corresponds to 4, 9 or 16 channels;

The number of channels is consistent with the number of the channel ID numbers;

The agent's primary account number and channel ID number are unique.

Each channel is loaded with a seat interface control. For example, a four-screen seat requires five channels. Channel 0 corresponds to the operator, set to control the state of the operator, and channels 1-4 are the processes of each channel, set to control the state and events of the channel. In the embodiment of the present invention, the multi-channel sitting The seat control loads multiple channels, and the multi-channel seat control runs in multiple instances. It will implement the same agent machine, which can handle multiple user queuing and video processing at the same time, improve the efficiency of the use of human resources; the main account and channel The ID number cannot be repeated, which avoids confusion; before the formal work, the multi-channel agent control needs to be initialized and filled in the channel number attribute.

The method and system for realizing the split screen seat provided by the present invention, because the multi-channel seat control is used, the method of introducing the channel, the method of loading only one seat control when the traditional agent is logged in, is changed to the channel, based on the channel ID number. To load the seat control separately, so that based on one agent, independent and uniform agent calls can be made through multiple channels, enabling one operator to simultaneously make video calls with multiple users on the same computer, maximizing the use of the present Some seats human resources, improve the efficiency of agent processing, and improve the overall human resource utilization rate of enterprises.

Embodiments of the present invention also provide a storage medium including a stored program, wherein the program described above executes the method of any of the above.

Optionally, in the embodiment, the foregoing storage medium may include, but is not limited to, a USB flash drive, a Read-Only Memory (ROM), and a Random Access Memory (RAM). A variety of media that can store program code, such as a hard disk, a disk, or an optical disk.

Embodiments of the present invention also provide a processor for running a program, wherein the program is executed to perform the steps of any of the above methods.

While the embodiments of the present invention have been described above, the described embodiments are merely for the purpose of understanding the invention and are not intended to limit the invention. Any modification and variation in the form and details of the embodiments may be made by those skilled in the art without departing from the spirit and scope of the invention. The scope defined by the appended claims shall prevail.

Industrial applicability

As described above, the method and system for implementing a split-screen seat provided by the embodiment of the present invention have the following beneficial effects: since the multi-channel seat control is used, the channel is introduced, and only one seat control is loaded when the traditional agent logs in. Method, instead of passing the channel, based on the channel ID The number is used to load the seat control respectively, so that based on one agent, independent and uniform agent calls can be made through multiple channels, enabling one operator to simultaneously make video calls with multiple users on the same computer, maximizing utilization. The existing human resources of the seats improve the efficiency of agent processing and improve the overall human resource utilization rate of the enterprise.

Claims

A method for realizing a split-screen seat comprises: forming a multi-channel seat control by loading a seat control in multiple channels in advance;

The method further includes:

Log in through the agent page, and obtain the agent primary account number and at least two channel ID numbers from the agent platform;

Calling the multi-channel agent control through the agent page, controlling the agent master account and at least two channel ID numbers to simultaneously log in to the agent platform;

When the channel response request event is received through the agent page, the channel ID number carried in the channel response request event is returned to the corresponding channel to enter the call state.
The method of claim 1, wherein when the agent page receives the channel response request event, the channel ID number carried in the channel response request event is returned to the corresponding channel, and the step of entering the call state includes:

When the agent page receives the channel response request event, the channel ID number carried by the channel response request event is sent to the multi-channel agent control;

The multi-channel seat control selects the corresponding channel according to the channel ID number, and forwards the channel response request event to the audio and video processing module of the corresponding channel, and the audio and video processing module completes the call signaling negotiation to establish a video media stream;

After the video media stream is successfully connected, the channel response success event of the multi-channel control is triggered, and the channel response success event is returned to the agent page, and the channel corresponding to the channel ID number enters the call state.
The method of claim 2, wherein the step of logging in to the agent platform simultaneously with the agent primary account and the at least two channel ID numbers further comprises:

The multi-channel seat control is invoked through the agent page, and the channel corresponding to the idle channel ID number is returned, and the corresponding channel is idle, and ringing is allowed to be entered;

When the ringing incoming call, the channel response request event is received through the agent page;

The multi-channel seat control allows one channel to be in an idle state at the same time. After the previous channel enters the call state, the agent page shows the next channel idle.
The method of claim 1, wherein when the agent page receives the channel response request event, the step of returning to the corresponding channel according to the channel ID number carried in the channel response request event, and the step of entering the call state further includes:

The channel release command of the multi-channel seat control is invoked through the agent page to release the channel designated to be in a call state;

The multi-channel agent control invokes the on-hook event of the corresponding agent interface control through the channel;

The agent interface control notifies the audio and video module to complete the on-hook signaling interaction, and ends the audio and video media stream of the corresponding channel;

The channel is successfully released, and the multi-channel agent control receives the channel release success event sent by the multi-channel agent control.
The method of claim 1, wherein the method further comprises: if the channel enters a video call state, the multi-channel agent control acquires a video window handle corresponding to the channel, according to the video window handle, at least on the agent page A window loads and displays video information.
The method according to any one of claims 1 to 5, wherein each of the multi-channel seat controls corresponds to a plurality of channels, each channel corresponding to a unique channel ID number.
A system for realizing a split screen seat, comprising:

Multi-channel, set to load the seat control to form a multi-channel seat control;

The agent platform is configured to provide the agent primary account and at least two channel ID numbers when receiving the login operation through the agent page;

The multi-channel agent control is configured to control the agent master account and the at least two channel ID numbers to simultaneously log in to the agent platform through the agent page; when receiving the channel response request event through the agent page, returning according to the channel ID number carried by the channel response request event The corresponding channel enters the call state.
The system of claim 7, wherein the system further comprises: an audio and video processing module, configured to receive a channel response request event sent by the multi-channel seat control according to the channel ID number, and complete call signaling negotiation, establish After the video media stream is successfully connected, the channel response success event of the multi-channel control is triggered, and the channel response success event is returned to the agent page, so that the channel corresponding to the channel ID number enters the call state.
The system of claim 8, wherein the system further comprises: a video rendering control configured to return the video window handle to the audio and video processing module and the multi-channel agent control, according to the video window handle, on the agent page At least one window loads and displays video information.
The system of claim 9, wherein the system further comprises: a seat interface control configured to call a channel release command of the multi-channel agent control through the agent page to release the channel specified by the call state, and notify the audio and video module to complete The on-hook signaling interaction ends the audio and video media stream of the corresponding channel; after the channel is successfully released, the channel release success event is sent to the multi-channel agent control.